1. 1 IRS 360° Assessment Study: Developing Great Leaders Jim Trinka Director, Leadership and Organizational Effectiveness IRS Strategic Human Resources

2. 2 Motivations for this Study Feedback showed that while we had leaders complete 360° assessments, we did not do a great job of either interpreting the results or customizing developmental improvements Feedback showed that while we had leaders complete 360° assessments, we did not do a great job of either interpreting the results or customizing developmental improvements In a tight budget environment, we needed to focus developmental efforts to achieve the greatest impact on behavior and results In a tight budget environment, we needed to focus developmental efforts to achieve the greatest impact on behavior and results

3. 3 Key Learning Points Great leaders make a great difference in organizations Great leaders make a great difference in organizations What are the characteristics (competencies) of a great leader (IRS)? What are the characteristics (competencies) of a great leader (IRS)? How can we develop more great leaders (IRS)? How can we develop more great leaders (IRS)? Challenging Common Myths 360º assessments do not accurately reflect on- the-job performance 360º assessments do not accurately reflect on- the-job performance Leadership development should focus solely on correcting weaknesses Leadership development should focus solely on correcting weaknesses Concentrate directly on a targeted competency for best development Concentrate directly on a targeted competency for best development

4. 4 Leadership Effectiveness Impacts Balanced Measures Data from The Extraordinary Leader, by Jack Zenger and Joe Folkman Great leaders have lower turnover Great leaders have lower turnover Employee Satisfaction Great leaders generate higher net income Great leaders generate higher net income Business Results Great leaders have more satisfied customers Great leaders have more satisfied customers Customer Satisfaction Leadership Effectiveness – 360  Assessed (Insurance Co.) Leadership Effectiveness – 360  Assessed (High Tech Co.) Leadership Effectiveness – 360  Assessed (Mortgage Bank)

5. 5 Leadership Effectiveness Impacts Employee Engagement Data from The Extraordinary Leader, by Jack Zenger and Joe Folkman Great leaders make a great difference Good leaders have an adequate impact Poor leaders create dissatisfaction  Finding: It takes a substantial change in leadership effectiveness (perceived by 360  assessments) to greatly impact balanced measures and employee engagement (i.e., the relationship is not incremental) Leadership Effectiveness – 360  Assessed (High Tech Co.)

6. 6 IRS Leadership Competency Model Leadership Employee Satisfaction Customer Satisfaction Business Results EEO and Diversity Adaptability (AD) Continual Learning (CL) Customer Focus (CF) Achievement Orientation (AO) *Supporting Compe- tencies Communication* (CO) Developing Others* (DO) Entrepreneurship (EN) Business Acumen (BA) Decisiveness (DC) Diversity Awareness* (DA) External Awareness (EA) Political Savvy (PS) Integrity/ Honesty* (I/H) Group Leadership* (GL) Influencing/ Negotiating* (I/N) Problem Solving* (PR) Service Motivation (SM) Teamwork (TW) Partnering* (PA) Technical Credibility (TC) Strategic Thinking (ST) A daunting list of 21 competencies for IRS leaders to become proficient in to increase overall perceived leadership effectivenessA daunting list of 21 competencies for IRS leaders to become proficient in to increase overall perceived leadership effectiveness

7. 7 Traditional Incremental Development Approach IRS Leadership Competencies (in alphabetical order)  Traditional developmental approach would primarily focus on circled weaknesses (a 10% rise in these 3 competencies would improve this executive’s effectiveness to the 55 th percentile with a corresponding increase of only 3% in employee engagement!) Here is an IRS executive with an overall leadership effectiveness rating at the 50 th percentile assessed through a 360  evaluation Here is an IRS executive with an overall leadership effectiveness rating at the 50 th percentile assessed through a 360  evaluation

8. 8 IRS 360  Assessment Methodology Rigorous statistical analysis of the 360° assessment data from 785 IRS managers Rigorous statistical analysis of the 360° assessment data from 785 IRS managers – 101 Executives – 498 Senior Managers – 186 Front-line Managers Compare “great” IRS leaders (top 10%)* to the bottom 10% to determine what others perceive are the key competencies that put them above the rest Compare “great” IRS leaders (top 10%)* to the bottom 10% to determine what others perceive are the key competencies that put them above the rest Compare developmental approaches of building key strengths vs. correcting weaknesses of IRS leaders to determine which approach most increases perceived leadership effectiveness (360  assessed) Compare developmental approaches of building key strengths vs. correcting weaknesses of IRS leaders to determine which approach most increases perceived leadership effectiveness (360  assessed) *percentile ranked by average “Total Others” scores across all 21 competencies for each leader

9. 9 Key Competencies that Set Apart Great IRS Leaders Leadership Employee Satisfaction Customer Satisfaction Business Results EEO and Diversity Communication* Developing Others* External Awareness Business Acumen *Supporting Competencies Service Motivation Group Leadership* Influencing/ Negotiating* Political Savvy Strategic Thinking Problem Solving* Technical Credibility  Comparing the top 10% of IRS leaders to the bottom 10% yields a much more manageable list of what others perceive are the key competencies that put “great” IRS leaders well above the rest  Finding: The list balances 2-4 key competencies in each IRS Core Management Responsibility (many support EEO and Diversity)

10. 10 Impact of Displaying Strengths in Key IRS Competencies  IRS leaders who display profound strengths in key differentiating competencies (scores  3.95) achieve much higher levels of overall perceived leadership effectiveness (360  assessed)  Finding: IRS leaders who build just 1 more profound strength in a key competency experience a 10-95% improvement in overall perceived leadership effectiveness (360  assessed) Leadership Effectiveness – 360  Assessed Number of Profound Strengths in IRS Key Competencies

11. 11 Build Strengths in Key Differentiating Competencies IRS Leadership Competencies (in alphabetical order)  Building existing strong competencies to very high levels (raising circled strengths just 5%) could increase this executive’s overall perceived effectiveness to about the 80 th percentile (+62%) and employee engagement scores to about 72% (+60%) Same IRS executive, different approach – build key strengths Same IRS executive, different approach – build key strengths

12. 12 Impact of “Fatal Flaws” on Leadership Effectiveness  This IRS leader displays 2 key competency strengths (should score at  72 nd percentile), yet only scores at the 49 th percentile due to a pronounced weakness or “fatal flaw” (scores  3.0 out of 4.0)  Finding: IRS leaders must fix “fatal flaws” to achieve marked increase (  50%) in overall perceived leadership effectiveness IRS Leadership Competencies (in alphabetical order) Proficiency Score – 360  Assessed

13. 13 “Fatal Flaws” for IRS Leaders  “Fatal flaws” typically include Technical Credibility, Business Acumen, Influencing/Negotiating, Developing Others, and Communication (5 of 11 key differentiating competencies)  Effects of fixing “fatal flaws” on overall perceived leadership effectiveness not as dramatic as building profound strengths  Finding: Leaders should build profound strengths unless they have “fatal flaws” Most Often Occurring Weaknesses in IRS Leadership Competencies

14. 14 New Insight for Competency Development  Competencies are interdependent, so increasing proficiency in competency companions (i.e., those with high correlations) has an additive effect on raising scores in the targeted competency  Finding: Strongest increases in proficiency scores on targeted competencies achieved by developing competency companions Competency Companion TargetedCompetency StrongStrategicThinking GreatTechnicalCredibility PoorTechnicalCredibility WeakDevelopingOthers StrongDevelopingOthers WeakStrategicThinking Proficiency Scores - 360  Assessed The Power of Perception

15. 15 Competency Companions for Developing Key Strengths Targeted Key Competencies Competency Companions* CommunicationAdaptability Diversity Awareness Group Leadership Service Motivation Partnering Technical Credibility Strategic Thinking Problem Solving External Awareness Technical Credibility Developing Others Group Leadership Achievement Orient. Diversity Awareness Group Leadership Developing Others CommunicationDecisiveness External Awareness Continual Learning Business Acumen Strategic Thinking Influence/Negotiate External Awareness Partnering Group Leadership Business Acumen External Awareness Political Savvy Problem Solving Political Savvy Partnering Problem Solving DecisivenessAdaptability Technical Credibility Strategic Thinking Service Motivation Developing Others  List of statistically significant (p >.001) competency companions to develop to dramatically increase the proficiency scores (360  assessed) on targeted key competencies *Development of 5 in circles yields greatest influence on targeted competencies (each listed as 3 companions)

16. 16 How to Build Strengths in Key Competencies  Same IRS executive, new approach – develop competency companions IRS Leadership Competencies (in alphabetical order)  Developing competency companions just 2% builds this executive’s targeted areas by 5% and indirectly improves several other competencies (creating a “halo” effect) to easily increase overall perceived effectiveness to the 90 th percentile (+80%) and employee engagement to about 80% (+78%)

17. 17 Summary Good does not equal great and we need more great leaders Good does not equal great and we need more great leaders Great leaders are not superheroes Great leaders are not superheroes Great leaders get the power of perception working for them, not against Great leaders get the power of perception working for them, not against Building strengths raises perceptions of overall leadership effectiveness much more than sealing “performance perforations” Building strengths raises perceptions of overall leadership effectiveness much more than sealing “performance perforations” One of the keys to building leadership strengths is leveraging a leader’s passions One of the keys to building leadership strengths is leveraging a leader’s passions When building strengths, sometimes the best way is to build around them When building strengths, sometimes the best way is to build around them

18. 18 How to Operationalize Findings Arm instructors/coaches/counselors with information to easily interpret a leader’s 360° assessment and design individually customized developmental efforts to achieve huge behavioral improvements in key differentiating competencies and balanced measure results Arm instructors/coaches/counselors with information to easily interpret a leader’s 360° assessment and design individually customized developmental efforts to achieve huge behavioral improvements in key differentiating competencies and balanced measure results Use information to design core foundational leadership courses at each level to achieve huge behavioral improvements in key differentiating competencies and balanced measures results Use information to design core foundational leadership courses at each level to achieve huge behavioral improvements in key differentiating competencies and balanced measures results Provide baseline for further statistical work Provide baseline for further statistical work – Measure actual results against predicted results – Ongoing look into 360° results against performance evaluations, promotions, mobility, etc.

19. 19 IRS Leadership Development Framework Front-line Manager Core Curriculum Senior Manager Core Curriculum Executive Core Curriculum Front-line Leader Readiness Senior Manager Readiness Executive Readiness EntryMastery EntryMastery EntryMastery

20. 20 IRS Leadership Competencies Arrayed By Leadership Level Executive Leader Executive Leader Senior Leader Senior Leader Front Line Leader Front Line Leader Employee Entrepreneurship External Awareness Group Leadership Political Savvy Service Motivation Strategic Thinking Achievement Orientation Business Acumen Continual Learning Decisiveness Developing Others Influencing/Negotiating Adaptability Communication Partnering Problem Solving Teamwork Technical Credibility Customer Focus Diversity Awareness Integrity/Honesty

21. 21 Impact of Manager’s Response/Follow-Up on Overall Leadership Effectiveness